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Marketing Support Specialist

Posted on Feb 27, 2020 by Sustainable Kitchens

Bristol, United Kingdom
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time

We are an independent kitchen design, manufacture and installation company based in Bristol and working throughout the UK. We trade as Sustainable Kitchens and Honest Kitchens under the overall business name of Honest Living Limited. Our award-winning kitchens are created with the highest quality and sustainable materials to help inspire a sustainable lifestyle.

We are looking for an enthusiastic Marketing Support Specialist to act as our initial contact for potential, current and previous customers.

The successful candidate will be responsible for responding to all client contacts and ensuring high standards of service at all stages from initial contact to final follow up. This is a very exciting opportunity for a self-starter to join a small company with big ambitions. You will work alongside a highly motivated team with a passion for quality. Your goal will be to provide outstanding customer service to our clients by responding to all customer enquiries, passing qualified leads to the Design team in an efficient and effective manner, tracking outstanding sales leads, developing and implementing effective customer service procedures, incentivising referrals from previous clients, and measuring customer satisfaction.

The ideal candidate will have proven experience in a customer service position responding to homeowners, and will have excellent verbal and written communication skills. Reporting to the Marketing Manager, the position is likely to appeal particularly to recent graduates who would like to pursue a career in Marketing and Sales.

Key responsibilities:

Customer response

Qualify and rate sales prospects via phone, live chat and email
Respond to all enquiries immediately they arise
Communicate courteously with customers by telephone, text, email, and letter as appropriate
Pass all high value enquiries to the Managing Director, especially those for London
Maintain the customer visits diary for the Managing Director
Arrange consultation visit or follow-up contact by the Design team
Send out electronic or hard copy Lookbooks as required
Address customer issues quickly, calmly and confidently
Investigate and resolve customers' concerns
Handle customer complaints and changes to arrangements, such as installation delays
Push client referrals
Arrange refunds or compensation to customers
Improve customer service procedures, policies and standards

Sales tracking

Maintain and update daily the status of all qualified leads
Review regularly the probability of success for all outstanding enquiries
Track the conversion success and customer satisfaction rates for individual designers documentation
Accurately record information and details of all contacts in HubSpot
Develop and maintain standard documentation for all responses to customers
Send out written information for customers, such as guarantees
Maintain accurate records and document all customer service discussions
Prepare customer satisfaction statistics and review all responses team support
Work with management to improve the lead qualifying processes
Review possible improvements to customer service with all teams
Assist all staff to deliver a high standard of customer service
Support team training on the handling of customer service issues

Personal qualities:

As a key member of a small, growing company, you will demonstrate:
Excellent written and verbal communication skills
Professional phone etiquette with a confident, friendly voice
Great ability to multi-task with email management, phone and live chat communication with prospects
Proficiency in Microsoft Office and customer service software. Knowledge of HubSpot would be an advantage
Excellent people and relationship skills with a can do attitude
A passion for continuous improvement in product, services and systems desirables
A strong interest in and knowledge of kitchens and interior design
A passion for quality and environmental responsibility

Systems experience

A good working knowledge of some or all of the following cloud-based systems would be an
advantage:

CRM Systems - HubSpot
Task Management Systems - Asana
Time Scheduling Systems - Teamweek
Time Tracking Software - Harvest
Cloud Filling - Google Drive; Dropbox

KPIs:
Your primary KPI is Customer Satisfaction
Subsidiary KPIs include Referrals % and Speed of response to enquiries

To make an application please send your CV and covering letter to us by clicking APPLY NOW

Reference: 851918910

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